Troubleshooting

If the version of the OmniVista Cirrus Agent is old (for example, switch was onboarded in a previous release) or the agent is stuck (not sending updates or accepting requests from OVC 10), you may encounter the following switch management problems:

• Management connectivity turns on and off.

• Switch configuration and statistics are not updated in some of the UI screens.

• Configuration is not delivered to the switch.

If you do encounter any of the above switch management problems, consider the following troubleshooting tips:

• Check the OmniVista Cirrus Agent version, status, and supported actions here:
  https://docs.ovcirrus.com/ov/omnivista-cirrus-agent

• Update the OmniVista Cirrus Agent version by setting the Force Provisioning Flag (Device Catalog > CLI Based Provisioning > Results > Select a switch > Actions). Once this flag is set, OVC 10 will automatically update the version the next time the switch calls home. It can take approximately 5-10 minutes to update. To check if the switch has called home and the call home sequence has completed, check the timestamps in the Activation Server log (Device Catalog > Devices List > Select Switch > Diagnostic Tools > View Activation log).

• Ping the switch from the Device Catalog List (Device Catalog > Devices List > Select Switch > Actions > Diagnostic Tools > Ping). This can bring back the Management Connectivity in about 10-15 seconds.

• If management connectivity is “On”, you can Collect Switch Logs (Monitor > Diagnostic Tools > Collect Support Info). In the tar file and inside techsupport archive, you will see ovng-monitoring and ovng-config logs. Check for any errors.
  Tip: You can search a UI page quickly by using the Search bar at the top right of any page, near your Profile icon, left of Bell icon.

• If OVC 10 cannot reach the switch and you have access to the switch, try the following:
  Use the show pkmgr CLI command to verify the Agent was successfully downloaded and installed on the switch.
  LabSwitch-> show pkgmgr
Legend: (+) indicates package is not saved across reboot
(*) indicates packages will be installed or removed after reload
Name Version Status Install Script
---------------+---------------------+------------------+---------------------------------
ams default installed default
ams-apps default installed default
ovng-agent 3.5 installed /flash/working/pkg/ovng-agent/install.sh
  Use the show appmgr CLI command to verify the two components of the Agent package (Config Agent and Monitoring Agent) were started.

  LabSwitch-> show appmgr
Legend: (+) indicates application is not saved across reboot
Application Status Package Name User Status Time Stamp
----------------+---------+-------------------+---------------------+-------------------------
config-agent started ovng-agent snmpRW Fri Nov 22 02:25:37 2024
monitoring-agent started ovng-agent snmpRW Fri Nov 22 02:25:45 2024
  Use the appmgr start/restart commands if the status is stopped. For example:
  LabSwitch-> appmgr start ovng-agent config-agent
LabSwitch-> appmgr start ovng-agent monitoring-agent

• Check if the switch is connected to OVC 10. The following command should report status as Connected:
  debug ams show

• Check ovng-agent log files for errors:
  LabSwitch-> ls -ltr /flash/ovng*

You can try to reconnect after 10 minutes; then OmniVista Cirrus 10 will send a new verification email. If still no email is received, give the email address associated with the account to the OmniVista Cirrus 10 Super Admin. The Super Admin will provide you with the confirmation URL to verify your account.

To see data in the OmniVista Cirrus 10 UI, please check that the following main steps have been completed:

• Access Points are upgraded to the supported build number. More information.

• The correct Ports in your Firewall are open and devices are not behind a proxy. More information.

• Devices are declared in your organization. More information.

• The date set in your Access Points is correctly configured for your Timezone.

When your Access Points are correctly configured and connected to the OmniVista Cirrus 10 platform, you can see the date on which they issued data for the last time in the Last Seen column of the Device Catalog screen.

If you don’t see any date in this column, it means that the configuration of your Access Points has not been done properly. Please check this page for further details.

The problem may be caused by a compliment proxy or firewall tool (Endpoint). Please contact your IT department to verify.

Try one of the following options to enable the Save button:

• Check to see if there are any fields on the screen that are required but they weren’t configured. If so, configure the required fields.

• Try changing another attribute/field with a current value or change a check box selection, then change it back.

• Try to refresh the updated page.

To enable the Save button on the main screen, complete other edits on that screen. When you only make changes to the related configuration screen in a new browser tab, the main screen does not reflect that any edits were made. For example, if you wanted to edit an Access Policy related to an SSID from the Customize SSID screen, you would click Edit and select "Edit Access Policy Page in a new browser tab". The Edit Access Policy screen will then open in another browser tab. After you make any changes in the Edit Access Policy screen, if you have not made any other changes in the Customize SSID screen, the Save button for the Customize SSID screen is disabled.

There is a delay to open a connection to the device shell, as the console is waiting for the device's message. If it takes more than one minute and there is still nothing, please check the Internet connection, then close the console and restart a new SSH session.

If the data doesn't reflect the changes after seeing the success notification message, click on the refresh button in the table or refresh the page to get the updated data.

1. Make sure the Access Point or OmniSwitch is running the minimum software required.

   1. AWOS 4.0.8 for an Access Point.

   2. 8.9R1 minimum (8.9R4 recommended) for an OmniSwitch.

2. Wait 1 to 2 minutes for the device to reflect the new threshold value.

To customize the WiFi4EU captive portal template, you have to upload another photo for the template’s banner as there is no button to edit the default template. However, you can edit the Login Background color and Login Button.

There is an SSH connection issue between OmniVista Cirrus 10 and the Switches. Please verify that SSH is enabled through the Switch CLI before performing an instant backup or scheduling a backup for the switch.

Try to zoom out to have larger screen resolution.

Try to refresh the page. If the error still persists, please inform the Tech Support team.

Try to refresh the page.

Go to the Device layers drop-down list. First, check the Channel Utilization option, then uncheck the Devices option and check it again. Now, both the Channel Utilization and Devices icons will display together.

You can manually copy the Golden configuration content from the screen and use another user interface to duplicate it.